Saturday, September 1, 2007

Harris Bank (owned by Bank of Montreal) is one of Chicago's oldest community banks and, with roughly 200 branches in the metropolitan area, one of its largest. Starting in 2001, the bank began experimenting with digital signs in its branches, first in high-traffic urban areas, and eventually made the decision to roll out to its entire network.

The bank adopted digital signage to address two key recurring issues: 1) long teller queues in its urban locations, cited as a primary source of customer dissatisfaction, and 2) generally low awareness of its broader (non-DDA) product portfolio, which was inhibiting cross-sell opportunities. The bank's branch communications weren't helping either problem--in fact, in one audit only 39% of customers could recall seeing a marketing message during their visit. In 2001, the bank initiated a pilot test, where it installed an LCD screen behind the teller counter in 13 urban locations, and eliminated all other print communications from the branch. The screens showed a mix of brand, promotional, and community relations/sponsorship content spots, interspersed with local news, weather, and sports updates.

At the end of three months, 89% of customers surveyed could recall a message they saw during their visit (compared to 39% in cohorts), and more than half indicated the screens improved their branch experience. The bank has also hinted that it observed a lift in cross-sell ratios during the pilot, but has yet to publish the results. In a Chain Store Age article, Joseph Teller, VP of Marketing Services, said the bank had finally found a medium that "successfully intermingles the product and services messages in a format that attracts and retains customer attention."

While there is certainly nothing revolutionary about the screen-behind-teller installations, to my knowledge Harris was one of the first to begin customized content (community events and news) on a branch location basis. Marketforward provides network management software and content services for the network.

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I don't leave a leave a response, however after reading a few of the responses on "Harris Bank - Network Rollout".I actually do have 2 questions for you if you tend not to mind. Could it be just me or does it look as if like a few of the comments appear like they are written by brain dead visitors?:-P And, if you are posting at additional online social sites, I would like to keep up with you. Would you post a list of the complete urls of all your social networking sites like your twitter feed, Facebook page or linkedin profile?

I know this if off topic but I'm looking into starting my own blog and was wondering what all is required to get setup?I'm assuming having a blog like yours would cost a pretty penny?I'm not very web savvy so I'm not 100% certain. Any recommendations or advice would be greatly appreciated. Appreciate it

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